Head Teller Service Consultant

Work Location & Hours

Work Location: Derry Office, 100 South Chestnut St., Derry, PA 15627.
Latrobe Route 30, 3884 US-30, Latrobe, PA 15650.

Office Hours: Derry Office:
Monday - Friday 9:00 am – 4:00 pm. Latrobe Route 30:
Monday - Thursday 8:30 am – 5:00 pm;
Friday 8:30 am – 6:00 pm;
Saturday 9:00 am – 12:00 pm.
* Must be flexible around branch hours.*

Operates a customer service window to provide customers with exceptional service on a variety of transactions, and provides technical direction and training for other customer service representatives. Suggests solutions and options to customers and refers customers to appropriate areas of the bank. Resolves customer problems/issues/concerns in an accurate and efficient manner. Assists the Solution Center division by supporting external and internal customer telephone inquiries and research requests in a timely, courteous, and professional manner.

Head Teller

• Proves competencies in bank operations and demonstrates operational excellence by:
• Establishing accuracy and balancing skills with maintaining balancing rate of 85% in accordance with Retail Policies and Procedure manual
• Use of Bank’s Computer Systems and knowledge of S&T policies and procedures to successfully operate a customer service window in an efficient and accurate manner.
• Utilizing computer systems to properly identify customers, verify authenticity of the requested transaction, and complete required steps to protect the customer and the bank from fraud (including, but not limited to; verifying balances, placing holds, and documenting proper identification).
• Accepting checks for cashing, identifying customers, verifying endorsements and balances, and/or referring customers to branch management for authorization.
• Processing deposits and withdrawals and performing related duties.
• Providing additional customer services, which may include bank money orders, and other services.
• Accepting various loan payments or other types of payments.
• Balancing cash window daily.
• Ensures completion of ATM balancing & settlements daily.
• Ensures completion of Vault balancing daily.
• Having satisfactory Operation Assessment Readiness audit. (OAR)

• Demonstrates knowledge of Consumer Bank Customer Service Standards & offer each customer exceptional customer service as expected in the Customer Insight surveys, scored by Avannis.
• Works directly with and supports branch leadership.
• Contributes to Branch goals and sales and service standards as outlined in branch playbook and detailed by Branch Management
• Executes professional sales and service behaviors in alignment with Bank’s Our Shared Future purpose, five values and core drivers.
• Utilize the Sales & Service Opportunity tool to personally track customer(s) who you introduced to a banker.
• Identifies customer needs and promotes the bank's services, answers questions regarding banking matters and directs customers to other branch team members for specialized products, solutions, and services. Identifies customer needs for other services to expand the business relationship and develops new customers to increase market share and improve profitability.
• Provides services including processing night deposits, mail deposits and safe deposit admittance as needed.
• Performs duties in support of branch operations, such as monthly reports, reconcilements, and logs.
• Use resources provided to keep the branch and business lines, including Wealth Management, Mortgage, and Business Banking balanced and in compliance.

Service Consultant

• Assists the Solution Center division by supporting the satisfactory handling of internal or customer related telephone inquiries or service-related problems by performing the following functions:
• Promptly responding to customer/internal inquiries in a courteous and professional manner to ensure complete customer satisfaction.
• Providing customer and internal personnel with accurate product knowledge and service information, as well as operational knowledge that will assist personnel in the successful completion of their duties.
• Providing professional written correspondence to customers when necessary.

• Answers incoming customer service calls…